Topic:"Billing Procedures" in M12485

and so high); and that you indicate that you made a payment on Sept 13 which does not show on the N.S.Power site. NSUARB approved Regulations relevant to this matter are 5.1 and 6.4 – copy attached. Specific bills can be other than expecte...

AI summary The text discusses a customer's concern about a billing discrepancy and explains the self-reconciling nature of power meters, similar to a car odometer, which ensures that errors in estimated readings are corrected over time with actual readings.

Jean Nearing Specific bills can be other than expected if they are based on estimated – as opposed to actual – meter readings. Once an actual meter reading is obtained, following an estimated reading for billing purposes, any estimation er...

AI summary Estimated meter readings can lead to unexpected bills, but discrepancies are resolved in subsequent bills based on actual readings. The cumulative nature of power meters ensures that errors in one reading do not affect future readings, and any over or under billing is corrected over time.

Jean Nearing See ledger and meter reading record attached ("u" indicates an estimated reading).Your June bill was based on an estimated reading. Your 19 Sept bill was based on an actual billing and any June estimation error fully reconcile...

AI summary The dispute between Jean Nearing and Nova Scotia Power (NSP) has been resolved following the reconciliation of estimated and actual meter readings. NSP has confirmed that the billing was accurate and that the customer's account now has a credit balance. The Dispute Resolution Officer (DRO) is seeking confirmation to close the file.

HI I am a customer of Nova Scotia power and my name is Jean R Nearing. I contacted NS power about my property having a large bill after the bills were previously paid for the months they say are owing. I also had a large credit on the bill...

AI summary Jean R Nearing, a Nova Scotia Power customer, is disputing a billing error, claiming she was charged again for months she had already paid, despite making additional payments. She also mentions a large credit on her bill and questions why her bill is so high without any changes in her home.

\ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking on links / Faites preuve de prudence si vous ouvrez une pièce jointe ou cliquez sur un lien Hi My name is Jean R Nearing, I am attaching my con...

AI summary Jean R Nearing is reporting an issue with NS Power's billing, claiming he was charged for months he already paid, resulting in a double bill and unexpected charges. He also mentions a credit on his account and a concern that a cyber threat is causing increased power bills. He is concerned that the DRO is attempting to close his file prematurely.

5.1 METER READING When reasonably possible, meters shall be read bi-monthly; however, the Company may read meters on a monthly basis.

AI summary The document specifies that meters should be read bi-monthly when reasonably possible, though the Company may opt for monthly readings.

POST CARD METER READING In the event that the Company is unable to obtain meter readings, for billing purposes, during the Company's normal business hours, having exercised due diligence in the usual practice of meter reading, it may leave...

AI summary The document outlines a procedure for obtaining meter readings when the company is unable to do so during normal business hours, involving the use of a prepaid postage card for customers to record and return meter readings.

ESTIMATED METER READING If the Company is unable to obtain a meter reading due to circumstances beyond its control, or due to the failure of the Customer to return a post card reading, then the amount of power and energy used by the Custom...

AI summary The document outlines procedures for estimating meter readings when actual readings cannot be obtained. If estimated readings occur five times consecutively, the customer must arrange for proper meter readings, or the company may disconnect service or require meter relocation. Adjustments will be made if actual readings are later obtained.

METER READING IN RURAL AREAS Where electric service is supplied to a Customer in a rural area, the Company may adopt a post card meter reading system of monthly or bi-monthly meter reading. Under such system, the Company shall supply the C...

AI summary The document outlines a postcard meter reading system for customers in rural areas, allowing the Company to collect meter readings through prepaid postage cards. Customers are required to record the meter reading on the postcard and return it to the Company, which may consider this method as valid for billing purposes.

ESTIMATED METER READINGS IN RURAL AREAS In those rural areas where the post card meter reading has been adopted, should the Customer fail to return the prepaid postage card, then the amount of power and energy used by the Customer shall be...

AI summary In rural areas using post card meter readings, if customers do not return the prepaid postage card, the company must estimate usage based on available data. Actual readings are required at least once every twelve months for bi-monthly meters and every six months for monthly meters.

6.4 DISPUTED BILLING FOR ELECTRIC SERVICE (1) Where a customer advises the Company that all or a portion of his bill or any matter relating to the provision of electric service is in dispute, the Company shall: - (a) record the date, time...

AI summary This section outlines the process for handling disputed electric service billing. The company must investigate disputes, attempt informal resolution, and allow customers to appeal decisions to the Board. If a customer fails to pay undisputed arrears, the company may disconnect service.

S Power and asked to speak to a supervisor. The representative advised that a supervisor could call her back to discuss the power bill. This is referenced on page 3 of 4 in Confidential Attachment 2. - September 16, 2025 A NS Power Supervi...

AI summary Ms. Nearing disputed her power bill with NS Power, leading to a dispute resolution process. NS Power explained the billing process and confirmed the cyber incident did not affect usage. The DRO requested documentation, and NS Power provided account details, asserting the billing was accurate.

10/7/25, 7:49 PM Print Bill or part thereof (19.56%) per annum). \ \ \ YOUR MONTHLY PAYMENT AMOUNT AS OF JULY IS $ 169.00 Your usage was reviewed to ensure your monthly payment is on track. If there was a large change, your amount may have...

AI summary The document provides information about a customer's monthly payment of $169.00, noting that it was adjusted based on usage review. Customers are advised to update pre-set payments with their banks and are directed to a website for more information on equal billing.

Nova Scotia Power Inc. PO Box 848, Halifax Nova Scotia B3J 2V7 Any questions? Please call us at 1-800-428-6230 Weekdays 8am-6pm www.nspower.ca Web Access # Billing process update: nspower.ca/billing Account Number Equal Bill Amount due Sep...

AI summary This document provides contact information and a billing update for Nova Scotia Power Inc., including a web link for billing information and a due date for an equal bill amount.

\ \ EXTERNAL EMAIL / COURRIEL EXTERNE \ \ Exercise caution when opening attachments or clicking on links / Faites preuve de prudence si vous ouvrez une pièce jointe ou cliquez sur un lien Hi I enclosed a few power bills from 2024 just to s...

AI summary The customer is concerned about discrepancies in their energy bills, particularly higher bills during warmer months despite lower energy usage. They describe a complex payment history and are confused about why their bills in 2025 were higher than in the colder months of 2024.

SUMMARY I understand that you are requesting an explanation for the charges on your bill dated August 19, 2025. You believe that you were charged again for the amount you already paid and suspect this was a result of the cyber incident. Yo...

AI summary The customer is requesting an explanation for duplicate charges on their August 19, 2025 bill, believing they were charged again for an amount already paid, and suspects this was due to a cyber incident. They have requested a review of the charges.

APPEAL OF THE DRO DECISION You appealed the DRO decision dated September 22, 2025, on the following grounds: - You had a credit amount before the bill dated August 19, 2025, and believe that you were double charged for the amount you had p...

AI summary The customer is appealing a DRO decision dated September 22, 2025, arguing that they were double charged for a credit amount and that the DRO closed the case without resolving their issue. The DRO, an independent third party, ruled that the customer was appropriately billed following an estimated and actual meter reading reconciliation.

The following table summarizes some of the key events in the evidence before the Board: Date Event Jul 9, 2025 NS Power informed you that your account # has a credit balance of $308.01. Sep 15, 2025 NS Power explained to you that your June...

AI summary The document outlines a customer's interaction with NS Power regarding billing discrepancies, including estimated vs. actual meter reads, a credit balance, and an appeal process through the DRO and the Board.

On October 7, 2025, NS Power explained to the Board that, following the cyber incident, it was temporarily unable to access meter data and, therefore, most bills issued before July 2025 were based on estimated consumption. NS Power started...

AI summary NS Power informed the Board that a cyber incident caused temporary inability to access meter data, leading to estimated billing from January to July 2025. Actual usage was measured starting in July 2025, and discrepancies were reconciled in subsequent bills. A customer was credited for overestimated usage in June 2025.

Request IR-1: - In its response dated October 7, 2025, NS Power explained that the previously billed 1,144 kWh - was subtracted from the total actual usage in the August bill, and that the full energy charge of - $250.68 from the June esti...

AI summary NS Power explained that a previously billed amount was adjusted in the August bill, with a credit for the June estimate. The document requests a copy of the June bill and clarification on whether the tax amount from June was credited back in August.

SUMMARY I understand that you are requesting an explanation for the charges on your bill dated August 19, 2025. You believe that you were charged again for the amount you already paid and suspect this was a result of the cyber incident. Yo...

AI summary The customer is requesting an explanation for duplicate charges on their August 19, 2025 bill, suspecting the issue is related to a cyber incident and has requested a review of the charges.

The following table summarizes some of the key events in the evidence before the Board: Date Event Jul 9, 2025 NS Power informed you that your account # has a credit balance of $308.01. Sep 15, 2025 NS Power explained to you that your June...

AI summary The text outlines a series of events related to a customer's billing disputes with NS Power, including estimated meter reads, corrections, and an appeal to the DRO and subsequently to the Board.